Incident Manager

We are Looking for seasoned ITIL Certified Incident Manager Specialized in Cloud & SaaS Managed services with Overall experience of 10+ years in managing 24x7 IT services Support.

Professional Experience:

• 10+ years of expertise in managing 24X7 IT services, operations.
• Minimum 5+ years Hands on experience in incident Management of Cloud & SaaS Managed services.
• Proven experience in handling Major Incident Response and Resolution management, Cross functional co-ordination, Communication and stakeholder expectation management.
• Proven experience in ITSM Tool Monitoring and Management for Incident, Problem and SLA management.
• Technical analysis: Ability to analyze Logs, error messages and Tech report and ability to identify RCA and Remediation.
• Drive Team towards key Support KPIs/SLA Compliance.

Key certifications:

Key KPI Demonstrations:

• MTTR Reduction
• Recurring incident elimination
• Incident SLA management
• CSAT (Stakeholder expectation Management)
• Process improvement (Incident, Problem and SLA Management)
• Knowledge management

Soft skills:

• Excellent written and verbal communication skills
• Ability to cope with Business Ops pressure and handle cross functional team towards Resolution
• Major incidents can happen at any time. Ability to cope with Time pressure and be ready to be available round the clock to handle Major Incidents
• Ability to monitor incident management processes, Tools and Document and recommend continuous Improvement.